Service/Customer care failure

Dell have requested a photo of my monitor for proceeding my service request of my monitor showing unusual lines and leakage in a corner. After emailing the same I received a most disappointing reply. I wonder how they came to such an irrational conclusion that my monitor screen is physically damaged and hence no service both warranty and paid will not be provided?

While I was working on my computer, the screen suddenly displayed many unusual lines on the screen and I turned off the monitor to check whether it  continues or not. After turning it on the lines continued and I noticed a leakage in the left upside corner. Dell cannot show me a single scratch in my monitor which may cause such damage.